OOBE + FTUE = WTF

Jan Stawarczyk

@uxdcz

OOBE + FTUE = WTF

Out of Box Experience

First Time User Experience

There is a widespread belief that users read manuals. They don’t. I can show it on my own example.

Last Christmas I got another pair of socks. But than I found this blue box which didn’t have a shape of socks. I was excited.

I started unwrapping the paper in rage.

… and I found an Alcohol Tester! So nice… My family thought that I was an alcoholic.

I had a few wines during the dinner so I immediately started breathing into the device to test my alcohol level. It was 0.5 or something like that :)

Well than I got an idea that I have to test it seriously. I sipped from a glass of wine to boost the numbers!

And gave it another try! I hoped that this time it would be at least 1.0!

... Well it was 0.00?! What?! I tried the process all over again and it was the same…It was TIME TO READ THE MANUAL!

Before using the equipment, carefully read the entire manual.

…I didn’t do that.

Before using the equipment, carefully read the entire manual.

IMPORTANT SAFETY INSTRUCTIONS

IMPORTANT!!!

…I don not do that.

Do not use the tester at least 15 minutes after you have drunk alcohol. Otherwise you can break the detection probe.

crap :D

You can imagine how I felt. I just broke a present which should prove that I am not an alcoholic :D

RTFM or bad OOBE?

So was it just my fault or was there a bad out of the box experience?

I put the blame on bad OOBE!

Anybody remember this box?

Yes it was Kindle! The box has great details “Once upon a time…” And it immediately shows you where to open it.

When you open the box the first thing you see is the device itself! No wrapping paper, manuals. The long time expected device which you ordered one month ago and were checking the mailbox every day!

It actually shows you with its technology what to do!

After you unpack it and plug it to charge it the installation process starts.

OOBE = Out-Of-Box Experience

Out-of-box experience (OOBE) is the experience a

consumer (or user) has when preparing to first

use a new product. In relation to computing,

this includes the setup process of installing

and/or performing initial configuration of a

piece of hardware or software on a computer.

This generally follows the point-of-sale experience or

the interaction experience of an expert user.

Wikipedia

Kindle is perfect example of OOBE.

What if I don't have the box?

You need to somehow unpack the product even if you have a digital product.

Every product has a box!

After installation of Kindle the first thing you see is an actual E-book. It tells you ‘Thank you’! You are immediately using e-books.

And on second page you have a manual! How to control hardware…

… and software as well.

FTUE = First Time User Experience First-time user experience (FTUE) is initial stages

of using product, particularly the configuration

steps (like signing up for an account, or configuring a

DVR).

This differs from out-of-box experience (OOBE) that is

specifically about packaging, information

presentation, and setup of the system out of the box.

So Kindle has also great example of FTUE.

OOBE = Out-Of-Box Experience

For me OOOBE is about building strong emotional impact in the first phase of product usage…

Halo effect Edward Thorndike

… this guy was talking about it long time ago… http://en.wikipedia.org/wiki/Halo_effect If you made good positive effect in the beginning it will go with ongoing usage of product for some time.

WTF(E) = What the Fuck (Experience)?!

You can also create really bad OOBE. Everybody probably knows what I am talking about….

You will be red, angry, sweaty before you even touch the product for the first time. It will affect your feeling towards the company and product.

FTUE = First Time User Experience

For me FTUE is like when you are blind and you need dog to help you cross the street… to accomplish your goals.

Ongoing use

OOBE FTUE

Based  on  Slide  by  Susan  Burgess,  Microso4  Hardware  User  Assistance    

OOBE and FTUE in the time line.

Mobile products are strong in FTUE.

Splash screens are very popular. It tells you what you will be able to do…

Otázky do pranice But sometimes the last step is…

Some older examples of mobile applications. It forces you to sign up with an account. Or at least create an account. Netflix was not supporting registration at all in the older version, just sign in.

But I love free samples!!

Designers of these apps thought about this aspect. They show you what you can do, the fun behind registration door…

Free sample of content before you buy it in Czech online magazine…

Gradual Engagement 1   2  

3   4  

Twitter forces you to register first and then you can tailor the content and audience for you.

Gradual Engagement 1   2  

3   4  

But what if they moved registration to the end?

Gradual Engagement

1  

2  

3  

4  

I think it would be much better. Give me free samples!

Lure users into the game

and explain during the

usage with in-place help.

Diablo III game is very good with showing what you need to do exactly in the moment when you need to do it with inplace help. No manuals, you directly enter the game and learn during the play.

Another example of great FTUE is the Fallout 3 game. Game starts with your birth!

Fallout 3

You learn how to move, interact from a child’s point of view.

Fallout 3

After you have learned the basics and grown, you can start exploring the world…

This is example from my project Polarion :) We use our technology to present Test Drive Evaluation manual directly in our web app with all the features. No more pdf…

JIRA has an interactive tutorial inside the web app as well…

… the same for Basecamp.

QUESTIONS FOR YOU

•  Why is OOBE/FTUE overlooked?

•  Do you remember some strong positive / negative experience with first time usage of a product?

•  Design for Out-Of-Box Experience and First Time User Experience!

Ongoing use

OOBE FTUE

•  Lure Pull users into the game

•  Give free samples

Jan Stawarczyk

@uxdcz / www.uxd.cz

http://www.linkedin.com/in/janstawarczyk

Used images / references: http://www.flickr.com/photos/paj/sets/72157623495336203/with/4433280822/ http://dailypeptalk.files.wordpress.com/2012/03/wow-face.jpg http://4.bp.blogspot.com/-m-ovY35lQ4o/UR14TwHXiXI/AAAAAAAAGUs/odoct8-x1vY/s1600/canopenerplastic.jpg.jpg http://blog.patternsofdesign.co.uk/system/images/BAhbBlsHOgZmSSI3MjAxMy8wMi8wOC8xMS8xMC8xNC8yMzkvcHJvZ3Jlc3NpdmVfcmVkdWN0aW9uMi5wbmcGOgZFVA/progressive_reduction2.png Zdroje: http://www-01.ibm.com/software/ucd/initial/designinitial.html http://www.hcde.washington.edu/files/moya_ppt_creating_great_first_impressions.pdf http://www.kryshiggins.com/first-time-user-experiences-in-mobile-apps/